M-Service Quality Assessment for Online Health Consultation Services in the Greater Jakarta Area

Health services are crucial for sustainable development goals in a country. A tough, adaptive, and flexible health system can overcome challenges both internal and external. When the COVID-19 pandemic occurred in Indonesia, the government emphasized minimizing physical contact between people. Online health consultation services or telemedicine were popular options for patients to receive medical services without visiting a medical facility. The success of these services depends on customer satisfaction and loyalty, which might affect competition amongst online medical consultation or telemedicine service providers. This study aims to determine how the quality of online health consultation services affects satisfied and loyal clients. The research process used a quantitative method. Data was collected via online questionnaires from 230 respondents in the Greater Jakarta Area who utilized online health consultation services. The structural equation modeling approach and a regression analysis model were used to analyze the data. The study reveals that m-service quality has a significant impact on customer satisfaction, which is an essential mediator between m-service quality and customer loyalty. Enhancing m-service quality may lead to increased customer satisfaction and loyalty, thereby enhancing the overall customer experience.